Senior Director of Member Experience

Broome County YMCA•Village of Johnson City, NY

12d•$68,000 - $75,000

About The Position

The YMCA of Broome County seeks an accomplished, hands-on leader to serve as Director of Member Experience at the West Family Branch. Working alongside the West Family Branch Executive Director, this role helps shape how members experience every department at the branch. The Director is empowered to lead approved cross-department service improvements, align teams around clear standards, and turn opportunities into measurable results. The position strengthens membership growth, retention, and engagement by improving service standards, enhancing member experience, and identifying opportunities to increase participation across both YMCA branches. It involves recruiting, training, coaching, and developing frontline team members; coordinating staffing and scheduling; supporting membership administration, financial procedures, and service systems; and addressing complex member concerns. The Director maintains a visible, hands-on leadership presence and may assist with frontline operations when needed. As a close working partner to the West Branch Executive Director, the Director translates branch priorities into action across Wellness, Aquatics, Sports, Marketing, and other departments. The role assesses the full member journey, designs practical improvements with department leaders, coordinates approved cross-department initiatives, monitors progress, and holds participants accountable for agreed deliverables. The Director also leads efforts to expand member value through partnerships, program connections, and engagement opportunities, and brings unresolved barriers or resource decisions to the Executive Director. This is a full-time, exempt leadership position with primarily professional daytime hours and flexibility for occasional evenings, weekends, special events, and direct member support when appropriate.

Requirements

At least 4 years of progressive leadership or management experience, including direct staff supervision and measurable performance improvement.
Evidence of building strong teams, raising service expectations, and holding people accountable with professionalism.
Excellent judgment, communication, organization, and follow-through; ability to move ideas from proposal to implementation.
Ability to influence peer leaders and direct approved cross-functional work through delegated authority while respecting departmental reporting lines.
Comfort with budgets, performance data, service systems, and occasional hands-on member-service coverage.

Nice To Haves

A bachelor's degree is preferred but not required.
Leadership experience in customer experience, hospitality, healthcare, recreation, nonprofit organizations, or other service-driven businesses.

Responsibilities

Strengthen membership growth, retention, and engagement by improving service standards, enhancing member experience, and identifying opportunities to increase participation across both YMCA branches.
Recruit, train, coach, and develop frontline team members.
Coordinate staffing and scheduling to ensure reliable coverage across all shifts, promote accountability, and provide direct operational support when necessary.
Analyze membership performance, member feedback, and service trends to identify opportunities, establish priorities, and implement improvements that strengthen engagement and retention.
Support effective membership administration, financial procedures, and service systems in collaboration with Finance and branch leadership.
Address complex member concerns, promote consistent service standards, and maintain a visible, hands-on leadership presence, including assisting with frontline operations when needed.
Partner with the West Branch Executive Director to translate branch priorities into action across Wellness, Aquatics, Sports, Marketing, and other departments.
Assess the full member journey, identify inconsistent standards or missed opportunities, and design practical improvements with department leaders.
Convene teams, establish expectations and timelines, coordinate approved cross-department initiatives, monitor progress, and hold project participants accountable for agreed deliverables.
Lead efforts to expand member value through partnerships, program connections, and engagement opportunities that encourage participation and retention.
Champion branch-wide service standards, coach collaborative problem-solving, and bring unresolved barriers or resource decisions to the Executive Director.